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Service Delivery Manager - Airline Industry Experience is a Must

Mullers Solutions 1·Berlin, Germanymid

In short

  • →Gestiona servicios IT para aerolíneas en Arabia Saudí, asegurando SLAs y KPIs.
  • →Actúa como enlace principal con clientes y equipos técnicos, gestionando incidencias y mejoras.
  • →Experiencia obligatoria en industria aérea —no se consideran candidatos sin este perfil.

Excellent English communication skills.

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The questions they'll ask you

1. ¿Cómo gestionaste una escalación crítica de servicio en un entorno aéreo? (máx. 150 caracteres)

2. Describe un caso donde optimizaste un KPI de servicio bajo ITIL. (máx. 150 caracteres)

3. ¿Qué herramientas usas para monitorear SLAs en servicios aeroportuarios? (máx. 150 caracteres)

🔒 +7 more questions

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💵 USD · Remote · No visa

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What they ask for

  • ✓Experiencia obligatoria en la industria aérea/aviación.
  • ✓Experiencia previa como Service Delivery Manager o similar en TI.
  • ✓Conocimiento sólido de ITIL y gestión de servicios.
  • ✓Capacidad para gestionar SLAs, KPIs y escalaciones.
  • ✓Habilidades comprobadas de gestión de clientes y stakeholders.
  • ✓Inglés avanzado para comunicación profesional.

Don't tick every box? That's normal — your free dossier shows your gaps and how to cover them in the interview.

ITILSLAKPIIncident ManagementProblem ManagementService RequestsService ReviewsStakeholder MeetingsCross-functional TeamsPerformance Reporting

Who should you write to at Mullers Solutions 1?

Your free dossier identifies the people who'd interview you — their background, what they value, and how to reach out so you stand out before applying.

Müller’s Solutions is a leading technology and consulting company delivering innovative IT solutions and professional services across the EMEA region. We work with organizations to support digital transformation, IT modernization, and high-quality technology service delivery. Job Summary Müller’s Solutions is looking for an experienced Service Delivery Manager with mandatory experience in the Airline/Aviation industry to work in Saudi Arabia The successful candidate will be responsible for managing end-to-end service delivery, maintaining strong client relationships, ensuring SLA and KPI compliance, and coordinating technical and operational teams to deliver high-quality IT services. Responsibilities Manage end-to-end IT service delivery for airline/aviation clients. Act as the primary point of contact for clients and key stakeholders. Ensure services are delivered according to agreed SLAs, KPIs, and quality standards . Monitor service performance and identify opportunities for continuous improvement. Coordinate with technical, operational, and support teams to resolve service issues. Manage incidents, problems, escalations, and service requests. Prepare and present service performance reports to clients and management. Conduct regular service reviews and stakeholder meetings. Identify risks and implement corrective and preventive actions. Ensure effective communication between business stakeholders and technical teams. Support ITIL-based service management processes and best practices. Manage escalations and ensure timely resolution of critical issues. Requirements Mandatory: Proven experience working within the Airline/Aviation industry. Proven experience as a Service Delivery Manager or in a similar IT service management role. Strong knowledge of IT Service Management / ITIL principles. Experience managing SLAs, KPIs, service performance, and escalations . Strong stakeholder and client management skills. Experience coordinating cross-functional technical and operational teams. Excellent communication and presentation skills. Strong problem-solving and analytical abilities. Ability to manage multiple priorities in a fast-paced environment. Excellent English communication skills. Preferred ITIL certification. Experience with airline IT systems, aviation technology, or airport environments. Experience managing large-scale IT services or enterprise clients. Experience working with international or EMEA-based clients. Important Airline/Aviation industry experience is a MUST for this position. Candidates without relevant Airline/Aviation experience will not be considered.

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